Our Customer Charter

We've always led the way on customer service, and recently we've been busy putting all our efforts into making it simpler, more transparent and better value for you. We were the first energy company to stop doorstep selling. First to simplify tariffs. And first to launch a Customer Charter.

But we want to do more. That's what our new Customer Charter is all about. Following conversations with customers, and our independently chaired Customer Forums, we have identified the areas you want us to focus on:

Making life easier for you
Finding ways to save you money
Helping you when you need us most

Our charter explains what we're doing to help you in each of these areas.

Our Customer Service Guarantee

Our Charter also outlines our new Customer Service Guarantee. We're the first energy firm to go above and beyond the regulator's Guaranteed Standards and offer our customers our own £20 Service Guarantee. For each of the five commitments detailed in our Customer Service Guarantee that we fail to meet, let us know and we'll put the matter right and take £20 off your next bill.